6 Ways to Improve the Customer Experience within your Contact Center
By 2020, customer experience will overtake price and product as the key brand differentiator. But while 80% of companies believe they deliver a “superior” service experience, only 8% of consumers agree. And considering 86% of customers quit doing business with a company following a single bad customer experience, the challenge facing contact centers becomes quickly evident.
In this brief, you'll learn:
- The importance and pitfalls of self-service
- How to leverage reporting and analytics to drive customer satisfaction
- The importance of a multichannel communications platform, and ways to improve it
- How agent empowerment and satisfaction play a role in the customer experience, and ways to improve them
- How to enhance performance through customer feedback
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